Service quality can make or break your business if you don't keep track of customers impressions. Business often focus on the physical appearance, atmosphere, cost, and offerings but sometimes fail to see the underbelly of what will make their place a success. Service quality can have a huge impact on customer retention and make or break whether a business can stay open. Consider a restaurant that has a trendy name, great atmosphere and is all the rave among core crowds. The owners spend a great deal of time advertising and putting everything together but failed to train their staff on how to treat customers. The lines are long, the staff is rude, orders are messed up, and the price is high. People may love what your business has to offer but they are not likely to return if their experience was poor. This is one of the reasons why trendy businesses are popular one year and close their door the next. Proper service is like frosting on the cake even though it is the smallest
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